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Business Profile

Pet Sitting

A Place For Rover Inc

Complaints

Customer Complaints Summary

  • 275 total complaints in the last 3 years.
  • 99 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/30/2023

    Type:Sales and Advertising Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    From July 1- 7, I trusted Rover with my two cats. I returned home to two terrified cats who had not been properly cared for because their litterbox had not been maintained by the sitter. Because our cats had no litterbox, they instead used the bathroom on our bed and linens, resulting in approximately $2406 in damages. Rover is refusing to accept any fault and claims this is uninsurable despite offering a guarantee for their *******. I believe that Rover has fraudulant business practices and is taking advantages of their customers by having insurance that has so many loopholes that it's useless and claiming that their ******* are independent contractors so they can't be held accountable for what their ******* do. Instead of returning home after a fantastic vacation, I was immediately forced to deal with distressed animals and pay thousands out of pocket to deal with Rover's mistakes. I have shared all relevant documents (e.g., receipts and images) with Rover.

    Business Response

    Date: 08/31/2023

    Hello *******, we appreciate you sharing this feedback and understand this outcome has been frustrating.  Our Rover Guarantee is in place primarily to assist with unexpected veterinary expenses, however, does extend to some damages/expenses.  The Rover Guarantee is not insurance and has a number of eligibility requirements that must be met in order to provide reimbursement for a claimant.  Based on a thorough review of both your booking details and damages requested for reimbursement, your claim did not meet those eligibility requirements of our Rover Guarantee program and fell into a number of direct exclusions of the program.  As this was reviewed by several members of our team and leadership, the decision regarding your claim is final and while we understand it is not the outcome you were hoping for, we remain available to answer any questions you might have and encourage you to explore any further resolution with your sitter directly should you feel necessary or applicable.   
  • Initial Complaint

    Date:08/28/2023

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I originally booked *********, a rover sitter, for 8/26/23, and I followed Rover's modification policy to change the date on 8/20/23 to 9/16/23. The sitter alleged that I had to pay a cancellation fee in making the modification but I called and spoke with Rover at length and they said no, not for modifications, only cancellations, but when Rover staff changed it to 9/16/23 they said the sitter would be mad and she communicated inappropriately with me, so on 8/23/23 (with Rover staff support), I cancelled the sitter. They told me since the date of the dog sitting was 9/16/23 (and I cancelled more then 7 days prior to then) I would receive a FULL refund. However, today, I checked my credit card and they only gave me a 50% refund ($51.06). I want the other 50% back ($51.06). I did not receive the service that was promised and truly had a bad experience with the sitter's communication. A full refund was promised by Rover staff to me if I cancelled 7 days prior to 9/16/23.

    Business Response

    Date: 08/29/2023

    Hi *****, 

    Were sorry to hear this was your experience. Our team received your feedback about your recent Rover experience and wanted to follow up with you. Feedback from owners like you is an important part of maintaining a quality experience and we really appreciate you taking the time to share this information with us. 

    Our Rover Support team did receive your email from 08/27/23 requesting the remaining funds of $51.06 be returned to you. They confirmed this refund was issued and you should see this within **** business days, depending on your bank's processing times. This was in addition to the refund of $51.06 that was already processed on 08/24/23. Please see the attached photo below for confirmation.

    Our 24/7 Rover Support team remains available at ************ if you have additional questions or need any further assistance.
  • Initial Complaint

    Date:08/26/2023

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My client requested a partial refund from ROVER.COM, but requested I still be paid for the services I provided her for a three week booking. Tuesday, Aug 15th I made my first call to customer support. The mistake on a ********************** agents part where he issued a recapture of $240, but the service was already completed when the agent recaptured the amount. I had made it very clear that my client still wanted me to be paid for my services. My client was refunded $300+ for a charge they were not satisfied with, but the agent gave part of that $300 out of my service of $240 from my second week of service. I sent an email regarding this matter only to not receive any email back for a solution to which I had to rely on speaking to live agents afterwards. I have called about 5-6 times speaking to representatives regarding this mistake, and made a request to reissue my $240 service that was already completed. Every agent I had spoken to said that my payment will be reissued to me in the next 24-48hrs, and that I will receive an email to confirm this which I have not received ANY confirmation email since my first call on Aug 15th being put on hold by ALL agents for often times over 10min for an answer. My recent call being Saturday, Aug 26th due to a previous agent telling me that my payment was somehow still on a hold and will be released to me and into my bank account by Saturday, Aug 26th which I have still not seen. I requested to speak to a supervisor/manager only to be told I would have to wait another 48-72hrs for a direct answer to where/when my payment will be given back to me. I am very unhappy with the mixed information and unprofessionalism Ive been given from 6 different Rover representatives telling me it is CONFIRMED that I will be receiving my $240 only to continuously be given false information. The images Ive attached were the only emails I received from Rover Support. Through this massive inconvenience, I am requesting a reimbursement of $240.

    Business Response

    Date: 08/27/2023

    Hi ******,

    Our team received your feedback about your recent Rover experience and wanted to follow up with you. Were sorry to hear this was your experience and the frustration this had caused. Feedback from owners like you is an important part of maintaining a quality experience and we really appreciate you taking the time to share this information with us.

    We're glad the Rover leadership could connect with you and assist in getting this corrected. The payment of $240 was processed to your account and you can see this in your Payment History under the Other section. 

    If you need any further assistance, please don't hesitate to reach out to our 24/7 Rover Support team at ************.

    Customer Answer

    Date: 08/27/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************
  • Initial Complaint

    Date:08/23/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our dogs were left in Danger Rover did nothing. They just lost one of their biggest fans. We booked a house sitter that we interviewed twice, she signed up to stay at our house but has a young daughter with some challenges, we were hesitant but felt for them and said ok to the booking, made her at home, said she and her daughter could use the pool. She was to be at our house day and night with our two dogs with the exception she could do her drop-by for clients, a few a day, an hour at a time. We got on your cruise ship and before we left, we checked in, only to find she had not been at our home for 5 hours. We sent her a message and she then said she would go back a few times a day to take care of the dogs because she had other commitments, not at ALL what we agreed. She then said if we don't like it to find someone else. Of course, we will, I immediately canceled on Rover, we got off our Cruise just before it took off to ****** and filed the complaint with Rover. This was FIVE days ago, and after 3 emails to Rover, we have not received a single response, When we said, that dogs were in danger NOTHING. Rover did NOTHING and is still holding our money. We have used Rover for a long time but dont be fooled by their insurance or that they will be there when your pets are in danger, They DID NOTHING they will do NOTHING. We found new sitters, both whom left Rover, I can see why. They are now THIEVES that have stolen our money.

    Business Response

    Date: 08/24/2023

    Hello, we appreciate you sharing this feedback and apologize this has been your experience.  It appears our team received a cancellation request for this booking but as some care was provided we needed a bit more information in order to appropriately action and finalize your refund and stay modifications.  We have emailed the address on file multiple times with no response including the following dates/times:

    Friday, August 18 at 8:46pm PST
    Tuesday, August 22 at 12:06am PST

    We would love the opportunity to adjust your booking as necessary in order for you to be refunded for the unused day(s) of care, but do need a bit more information in order to do so.  Please review our initial email from Friday, August ********************************************** order to ensure ********* this swiftly.

    Customer Answer

    Date: 08/24/2023

    I have sent 5 emails, with my contatc info and not one reply has come to me or a phpne call, NO CARE was provided only putting our dogs in danger, you can see it in the meesgaes you look at AND I have your providers text on my phone, yes she tried getting us off Rover too! I want a FULL refund and not a dome to that provider that put our home and our dogs in danger. Im not letting up and you will lose a customer for life as well as the people we tell and trsut me we know nearly evey person in our community. 

    Customer Answer

    Date: 09/05/2023

    This company is lying they have not onced called me or emailed me, NOT ONCE. I demand this stya opne till I get my $400, they are now thieves.

    Our dogs were left in Danger Rover and did nothing. They just lost one of their biggest fans. We booked a house sitter that we interviewed twice; she signed up to stay at our house but has a young daughter with some challenges; we were hesitant but felt for them and said ok to the booking, made her at home, said she and her daughter could use the pool. She was to be at our house day and night with our two dogs, with the exception she could do her drop-by for clients, a few a day, an hour at a time. We got on your cruise ship and before we left, we checked in, only to find she had not been at our home for 5 hours. We sent her a message, and she then said she would go back a few times a day to take care of ******** because she had other commitments, not at ALL what we agreed. She then said if we don't like it to find someone else. Of course, we will, I immediately canceled on Rover, we got off our Cruise just before it took off to ****** and filed the complaint with Rover. This was FIVE days ago, and after 3 emails to Rover, we have not received a single response, When we said that dogs were in danger, NOTHING. Rover did NOTHING and is still holding our money. We have used Rover for a long time but dont be fooled by their insurance or that they will be there when your pets are in danger, They DID NOTHING; they will do NOTHING. We found new sitters, both of whom left Rover, I can see why. They are now THIEVES who have stolen our $400 and refuse to give it back, even after all this.

    Business Response

    Date: 09/11/2023

    Hi *****,

    We understand that our 24/7 Trust & Safety team requested your written statement on 09/08/23 via email so that they could follow up appropriately with your concerns but they have not received the requested information. This was sent to the account holder's email associated with the Rover account. 

    If you prefer to provide a verbal statement, your assigned agent is in the office Wednesday through Sunday from 1 PM to 9:30 PM PST and would be happy to assist. In the meantime, our 24/7 Trust & Safety team remains available at ************ to address any questions you may still have.

    All the best, 
  • Initial Complaint

    Date:08/15/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Transaction Date: July 17, 2023 Amount: $271.95 Service: House Sitting (July 25-Aug 1)I booked a house sitter through Rover to care for my elderly dog during our week-long family visit out of state. Rover's guidelines describe house sitting as a service involving overnight stay and up to 24-hour care. Previous sitters I had booked followed this protocol.However, this sitter merely dropped by twice (sometimes thrice, if I was lucky) daily, spending 10 minutes maximum. After asking them to extend their visits, they continually left the front door unlocked, though I managed to lock it remotely. Their prior daily updates ceased as well.This wasn't the overnight stay or extensive care I booked. I would've opted for drop-in visits if that was my requirement.Rover Support's assistance was terrible. Their initial response was an automated message suggesting I discuss a refund with the sitter. Concerned for my safety, I had blocked contact with this sitter. Without my consent, Rover unblocked them. After this, my communications were completely ignored. At this point, I informed them about my plan for a credit card chargeback due to undelivered services. Instead of assisting, they ceased all communication, prematurely marking my complaint as 'Solved'.I've initiated the chargeback, but I'm open to canceling it if Rover offers a genuine solution. Their repeated reference to sitters as 'independent contractors' is evasive.I've been a loyal Rover customer for years. This regrettable episode, encompassing both the service and the lackluster customer support, discourages any future engagement.

    Business Response

    Date: 08/15/2023

    Hi ******, 

    My name is ******* with Rover's Resolutions and Escalations team. As stated by *******, all transactions are between yourself and the care provider as outlined in the section from our Terms of Service below:

    2.4 Transactions are between Pet Owners and Service Providers. The Rover Service may be used to find and offer ******** Services and to facilitate payment, but all transactions conducted via the Rover Service are between Pet Owners and Service Providers. Except for the limited refunds and Reservation Protection specified in Section 9.6 and the Rover Guarantee, you agree that Rover has no liability for damages associated with ******** Services (which may include bodily injury to, or death of, a pet) or resulting from any other transactions between users of the Rover Service.

    With that addressed this doesn't mean Rover doesn't want to assist in finding a resolution. When there is a dispute over the quality of the care provided it's important that these concerns be communicated to your Sitter for several reasons. One, your Sitter should be able to directly respond to any concerns you raise; especially when you previously communicated that you were fine with them not spending the night and that you didn't want to interfere with their other commitments. Ultimately, open and respectful communication can help prevent misunderstandings and ensure that everyone's needs are taken into consideration.

    Second, and most importantly, it's vital in Rover's review of a dispute to see how and if a Sitter responds to your concerns professionally. If Rover brings your concerns and request for a refund to them instead of yourself, they will not provide a genuine response and will likely feel pressured given that this is coming from Rover and not you. 

    As you stated that you did not want to communicate your concerns with your Sitter and instead elected to open a chargeback this effectively prevents our Support team from being able to assist. With a chargeback created this matter will have to be resolved through other channels involving your financial institution and our payment processor. Should you close your chargeback we'd encourage you to respond to Morgane in your last email end message Dorlynn on Rover to let them know you were unsatisfied with their service. 

    Best,

    Customer Answer

    Date: 08/15/2023

     
    Complaint: 20471201

    I am rejecting this response because:
    You continue to deflect and hide away from accepting any responsibility for the fact that you failed to provide the service I paid for. 

    I refuse to communicate with the sitter any further to protect my family from someone who now knows where we live. It's obvious you care neither about the quality of the service you provide nor the safety and well-being of your customers. 

    Additionally, the dispute was only opened because you refused to continue communication regarding the matter. I will not close the dispute until you resolve the matter by providing a full refund for this transaction. Should you choose to do so, I will promptly close the dispute. 

     

    Sincerely,

    ***********************

    Customer Answer

    Date: 08/24/2023

    The current state of the chargeback with my credit card provider is pending. My bank has requested additional information, including the communications with their support team and the evidence that the service was not provided as paid for. That will be provided by the end of the week, at which time their investigation can continue. 
  • Initial Complaint

    Date:08/13/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ROVER LOST MY DOG AND NOBODY CARES!!! DONT TRUST ANYONE, DONT TRUST ROVER, DONT USE ROVER!!! Because I trusted Rover, now I am living the worst nightmare of my life. Contrarily to what is said in their home page sitters you CAN TRUST or your pets will be treated LIKE FAMILY, the dog sitter I hired through Rover BECAUSE I THOUGHT I COULD TRUST THIS SERVICE, has lost MY DOG. My faithful, beloved life companion. It happened two months ago and there has been NO PROGRESS. Rover Trust and Safety team kept in touch some days in the first couple weeks and after that we were told that it was not productive and they would stop reaching out. I asked to speak with a manager and I thought it was a joke (the person on the phone didnt say anything else other than yes/no/sorry youre going through this). No investigation has been communicated and no action has been taken against the sitter that SUPPOSEDLY lost my dog when there is A LOT of proof that something else may have happened. They stopped supporting me, believed the sitter (of course, it provides them the money) and has kept him on the app!!! BEWARE AND DONT TRUST ANY SITTER!!! We used him before and thought we could trust him but we came to pick him up and he was gone!!!We dont have our dog anymore and we are crushed, we are absolutely devastated and neither the sitter or Rover care about it, even if it is because of them that my dog is missing.

    Business Response

    Date: 08/13/2023

    Fabiana, we're so incredibly saddened that this has been your experience.  As pet parents ourselves, our hearts go out to you and your family during this difficult time and remain confident and hopeful that Argo will be found.  If you have any new information, developments, sightings or documentation - or simply wish to speak to a member of our Trust and Safety Team - we remain available to help however possible.  We're available at ************ and would be more than happy to continue discussing this incident and any support we can viably provide at this time.  Please feel free to reach out to us at any time. 

    Customer Answer

    Date: 08/15/2023

     
    Complaint: 20462555

    This is what is concerning with the operations on the so called Trust & Safety team. I have provided plenty of evidence to the agent Assigned to me that there has been a lot of concerning things about my dog stay ending with MY DOG BEING GONE. The agent decided that it wasnt productive to you to continue to care about my dog and you have stopped whatever investigation was going on. There is nothing I should trust about this business for the safety of my dog and I am very concerned that this pet sitter is still active on the app and taking care of peoples pets!!! He lost my pet and you are doing nothing to prevent this from happening in the future or to provide my with information on what happened to my pet! You dont care about the pets safety at all or about my family that has lost their pet!!!


    Sincerely,

    ****************

    Business Response

    Date: 08/24/2023

    ******, as we continue to express our sincerest empathies for you and your family during this difficult time, please know that we remain available to speak via phone or email at your convenience if you have any updates, questions, concerns or feedback regarding this incident.  Any time a concern is surfaced to us, regardless of the nature, our goal is to act swiftly, neutrally and pragramatically so that we can work to alleviate any further stress or frustrations between users and hopefully resolve issues in a timely manner.  Since being notified of this particular incident, we have conducted an internal review of the involved parties, maintained communication with all parties in an effort to assist in locating and bringing Argo home safely.  Some of these efforts included creating and purchasing fliers for yourself and sitter to disperse throughout your community, posting on local pages, and remaining in communication for any updates or assistance as we could feasibly provide.  As Rover is an online marketplace, we do recommend any continued engagement with your local police or appropriate authorities.  Although we cannot disclose actions taken on or with another user's account due to our privacy policy, please know that we do not take this matter lightly and have taken appropriate action regarding your sitter's account.  If you have any updates or wish to speak with us please do not hesitate to reach out to us at any time at ************. 
  • Initial Complaint

    Date:08/12/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked 8/4-8/10. Per the contract, she was to drop-in twice/day for 30 minutes. I purchased cameras before leaving. I wasn't able to check in on her visit on the 4th because I was on a plane. I watched EVERY visit after that. She would "start her visit" from my driveway and then enter the home, take my dogs out (two minutes was the max **** they were outside for any visit), let them back in and leave. For the dates of 8/5-8/8 she was in my home for a total of 49 minutes! Also my dogs have not used the bathroom in the house since they were pups. On 3 separate occasions, I saw f**** on my floor. The morning of 8/8 I watched her ATTEMPT to mop my floor. She took the already dirty mop that she had used on previous days and left leaning against my wall in the living room, and put water and dish detergent in my bucket. Apparently mops are difficult to use because she couldn't figure out how to wring the mop out. Since she used dish detergent, there was a ton of soap on the floor. She got a cup from my kitchen, filled it with water, brought it to the living room and dumped it on my floor. She then took the soaking wet mop, went over the soap on the floor, put the mop back in the dirty mop bucket, left it sitting in my living room floor and walked out of my house. When I asked why there was standing water on my living room floor, her response was "The dogs pooped everywhere. So I mopped" When I asked her if she knew how to wring out the mop and expressed my concerns over the water just sitting on my floor, her response was then "OK, I'll just leave the p*** Mop didn't wring out. Air dry never hurt no one" At that point I let her know to cancel the remaining visits because she was not doing the job anyway. To say that I am disgusted with this girl and her care of my animals would be an understatement. And then for her to react to me in the manner she did was appalling. I have reached out to request a refund in full, to which she will not reply.

    Business Response

    Date: 08/12/2023

    Hi *******,

    We hope this message finds you, *******, and ***** well. Were sorry to hear this was your experience. Feedback from owners like you is an important part of maintaining a quality experience and we really appreciate you taking the time to share this information with us.

    The safety and happiness of pets are a priority that is not taken lightly at Rover. As pet parents, we understand how frustrating it can be when they dont receive the care they deserve. A refund for the full booking cost was processed and you should see this appear on your original method of payment within the next **** business days. Regrettably, Rover would not cover the costs for your replacement sitter.

    Please rest assured that well also be performing a full holistic review of the sitter's account to address any safety or professional concerns. The review process is confidential, so we cannot share what steps may be taken about the care provider but our actions can include coaching, suspension of services, or the complete removal from our platform.

    Our 24/7 Rover Support team remains available at ************ should you need any assistance in the future.

    All the best,

    Customer Answer

    Date: 08/15/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************
  • Initial Complaint

    Date:08/09/2023

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired a pet sitter through Rover. The sitter did not come to the home as agreed, but Rover charged me the entire fee. I had contacted Rover right away about the sitter and that services had not been provided as agreed. The risk that my animals were exposed to not being cared as agreed. I had video proof and photo proof. Rover has access to all communication between me and the sitter. ****** admitted to not performing services as agreed. Rover still charged me the entire amount and does not seem interested in making this correct. Not only was I charged for services not performed, my animals were not cared for as agreed for 3 days. Two days without being let outside.

    Business Response

    Date: 08/10/2023

    Hi ***, I'm ******* with Rover's Resolutions team. We see that you've been in contact with our team recently and one of our managers ****** responded to you this past Monday (Aug 7th). In that email, he outlined some of the measures that have been taken, which include a full refund of $399.60 and confidential steps with the Sitter. If you haven't seen this refund yet please allow **** business days so it may be fully processed. If you should have any follow-up questions or concerns that have not been addressed please reply to ******'s email and he will respond as soon as possible. 

    Best,
  • Initial Complaint

    Date:08/03/2023

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked pet sitter ****************** on June 3, 2023. I paid $234.76 at the time of booking. When checking the sitter's profile there was no mention of a 7 day cancellation policy nor time of day that a booking had to be cancelled. I always choose sitters with a 24 to 48 cancellation policy b/c of my schedule with work and travel plans being changed last minute. The booking was for Wednesday, August 9th until the early afternoon of August 13th. I had to cancel the booking and did so at 5:52 p.m. When I saw the refund, it was only for $130.42. She had charged me $104.34 for the cancellation. In her text message she stated she would waive the cancellation fee. I went back onto her Rover profile and there was no 7 day cancellation policy. Even if there was, I had cancelled within 7 days. When I called Rover to complain a rude CS Agent named "****" said oh well you didn't cancel before noon. Nowhere does it say I had to cancel before noon. She kept putting me on long holds and would come back on and change her story. She also stated she could see the text exchange. It clearly states the sitter would waive her "cancellation fee" which fee actually didn't exist when I booked the sitter. I asked to speak to a supervisor and was denied and told "oh we will have one call you back." The representative was laughing at me during the entire conversation. I was denied a call reference # as well. This is an off-shore call center not located within ***************** and you are unable to speak to anyone state-side. I want my $104.34 back as I never agreed to that cancellation fee nor authorized it on my credit card. I have filed a dispute with my bank as well. Most importantly, the sitter said she would waive it and then claimed "I can only waive it if I cancelled it." I'm finding Rover to be very deceptive in their practices and they make up rules as they go along. I want a full refund which would now be $104.34.

    Business Response

    Date: 08/03/2023

    Hi *******, 

    I'm ******* with Rover. We see that you've been in contact with our leadership team and they have in fact already followed up with you. Earlier today ******* contacted you by email to let you know that a full refund for your booking with ******* has been issued. If you have any follow-up questions or thoughts please feel free to respond to *******'s email.

    Customer Answer

    Date: 08/04/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************************
  • Initial Complaint

    Date:07/29/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 16, 17 and 18 2023, in ****** **, a local sitter who was paid $18/ time was supposed to feed my cat and check/clean her litter box. The first day, the sitter left the food on the counter, never putting it on the floor. So the cat didn't see it, and didn't eat. The next time, she leaves it under the couch where the cat eats some. But most of it ends up moldy, as she left it there and never threw it away. The litter box, although littered with f**** and not cleaned has the scoop thrown in the middle of it (now the cat cannot get in the box), and an empty litter bag just thrown on the bathroom floor. When I expressed to the sitter these issues of neglect, rover decides to not only NOT take my complaint, but instead freeze my account so I cannot leave a review. They then sent several accusatory messages about the sitter finding my firearm and how that's considered threatening her. Come to find out, this lady went in my bedroom imder my bed and thru my personal drawers and told Rover, how I violated policy and she felt unsafe (how, when she has MY address and door code??). Bear in mind, she didn't complain to Rover until After i said i was filiing a complaint. Maybe that's how they train these people. After 3 response to them stating she illegally went thru my bedroom and personal items, they stopped emailing. I want people to know, the reviews are not accurate. If you attempt to review anything true or negative to the company, they try to scare you through illegal accusations. To not even listen to a paying customer, they showed they are OK with animal neglect and happy to bully customers rather than fire bad employee

    Business Response

    Date: 07/30/2023

    Hi *******, we appreciate you sharing your feedback.  The safety of those within the Rover Community, *************** alike, is paramount to us here at Rover.  Any time a concern is surfaced to us, regardless of the severity or nature, a full review is conducted of both the incident and the accounts of all parties involved.  We do see that there is a previous thread of communication in which you requested no further engagement.  Based on our review, your account was removed for a violation of our Community Guidelines and expectations that weapons be secured and/or disclosed and consented to by your care provider.  Please know that although this determination is not appealable and likely not the outcome you were hoping for, it does not detract from our review of your sitter's account to ensure continued well-being of the Rover Community and that they are a good fit for the Rover platform.  We are unable to disclose actions taken on another user's account, but remain available to answer any other questions you may have regarding your concerns or account status. 

    Customer Answer

    Date: 07/30/2023

    I certainly did not request a response from this  corrupt company. You HARASSED me with accusatory emails, *** nevwr actually listened to your customer-so yes, I directed you to cease. And this will be the last time you message me. I am handling this legally now.

    I have turned the security footage of your criminal sitter entering my bedroom area, lifting my mattress, opening my drawer and my closet and going thru my personal papers and mail.  She fully committed a crime and will be prosecuted. Thank you for telling on her to me.

    As far as appealingly. You really believe I would ever use Rover again?  You should care enough to take what that women did seriously,  and hopefully spare other customers the same experience. There are numerous other avenues to leave a review of this company, and I certainly will 

    Sincerely,

    *************************

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